Tracking Updates

Tracking Updates provide you and your customers with real-time information about the status of return orders. By keeping everyone informed throughout the return journey, Tracking Updates help improve the customer experience and reduce inbound inquiries to customer service about order status.

Tracking Updates are event-based notifications triggered when a return reaches specific milestones in its lifecycle. The milestones available depend on the return flow used.

Supported Return Flows and Milestones

1. Standard Flow (Via ReBound Hubs) In this flow, return parcels are routed through one or more ReBound hubs for processing before onward delivery.
2. DTR – Direct to Retailer DTR (Direct to Retailer) means the return parcel is shipped directly from the consumer to your warehouse or distribution center, without being routed through a ReBound hub.

⚠️ No hub-related milestones are generated for DTR flows, as the parcel does not pass through a ReBound hub.

RLiB – Return Label in the Box RLiB (Return Label in the Box) applies when a return label is included in your outbound shipment. If the consumer uses this label, return tracking events are generated based on that label.

Milestones:

• Entered Our Network – The parcel has arrived at the postal office and entered the carrier network.
• Arrived at Our Hub – The shipment has reached a ReBound hub for processing and onward delivery.
• Delivered - The parcel has completed its journey and has been returned to the client.

⚠️ A Return Order Created milestone is not generated for RLiB flows, as the label is pre-created and included with the outbound shipment.

Delivery of Tracking Updates Tracking Updates are sent in real time and can be delivered to your systems via the following channels:

• API endpoint
• SFTP server
• Google Pub/Sub (via REST)

All notifications are delivered in JSON format.

Authentication

The following authentication methods are supported for receiving Tracking Updates:

• OAuth 2.0
• Basic authentication
• API keys

Specific configuration details (such as credentials, token endpoints, or key rotation) are provided during integration setup.

Example payload:

{
    "returnOrder": {
        "clientOrderId": "#5888",
        "reboundSalesOrderId": "(00)787000002133165007",
        "reboundReturnOrderId": "(00)687000000000125713)}",
        "statusDescription": "Return Created",
        "timestamp": "2025-11-07T09:55:13.061Z",
        "trackingNumber": "OS423763687GB",
        "items": [
            {
            "itemReboundId": "(00)987000002133165018",
            "returnReason": "ITEM_DOES_NOT_FIT",
            "returnComment": "It is too small for me",
            "articleDescription": "Walnut - 32 / Build B / Finished to Order",
            "quantity": "1"
            }
        ]
    }
}